Style Guidelines Flashcards
Email format
Hi [name pulled from Zendesk],
[pleasant greeting (only when tonally appropriate)] [statement of understanding or restatement of the issue/question in your own words]
[possible empathizing for encountering an issue] [assurance that you can help with this]
[Share context and clear steps on how to resolve the problem] [navigational steps and/or illustrations of workflows, as needed]
[Help Center hyperlink(s)]
[cheerful goodbye or assurance that we’re always around to help]
[pre-populated name and signature]
Hyperlink format
All customer-facing URLs, or hyperlinks, should be embedded in text and bolded.
How many > symbols allowed?
3
Navigation steps should be?
Navigational steps in this format should always be bolded.
A single space should come before and after each “>” symbol.
The “>” symbol can be a tool to connect short steps or page names to direct the customer through the platform.
When to use bullets and numbers in an email?
when there is a series of steps in a workflow should be written out using numbers or bullet points to make them more concise and digestible
When to use paragraph format in an email?
contextual replies that require additional detail(s) being shared with the customer between each step
What is first touch resolution?
Wanting to solve within the first email so can use solutions such as:
“To make sure I’m understanding here, are you asking about XXX? If yes, _____. If no, _____”
“If you’re referring to X, then the following workflow can be used _____. However, if you’re referring to Y, then follow these steps _____
When should you have a line break?
- after intro and outro
- before and after screenshot
- between words and bulleted list
-between paragraphs
SP Words to capitalize
Client Portal
client’s Overview
Help Center
AutoPay, Unit Billing, and Stripe
Telehealth
Secure Messaging
Online Payments
Couple Profile
Account owner and all team member roles
